How live chat increased leads for a law firm

"Real people answering real enquiries in real-time - it's fantastic"

Gareth Horner Managing Partner

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When did you realise you needed support?

“We wanted to offer an instant way for our clients to contact us online. We thought live chat would be a good solution but worried it could appear robotic and impersonal. We met Moneypenny at an event and learnt all about their 24/7 Live Chat service and specialist legal team. We were instantly sold and decided to take a trial.”

What does good customer service look like?

“As solicitors, we're problem solvers by nature. So, one of the most important things for us in terms of customer service is to truly listen to our clients. This way we're able to tackle their situation with confidence and accuracy.”

How has Moneypenny changed your business?

“Now, clients can contact us whenever they like, even when we’re not there. Moneypenny offers real people answering real enquiries in real-time – it’s fantastic. Sian, our Moneypenny Receptionist, has great knowledge of the legal industry and truly understands our clients. Having Live Chat definitely gives us an edge over our competitors and has enabled us to capture more leads.”

What are the key benefits?

“Live Chat has been a massive success for our firm. We’re converting more clients from our website than ever before and we only need to win one new client a month in order to pay for the cost of the service! We also use the portal every day for an overview of incoming chats, which website pages they’ve come from and where visitors are located, giving us great insight into activity and trends.”

Any advice for other businesses?

“I would definitely recommend other firms try Moneypenny's Live Chat service. It's worked so well for us.”

Moneypenny provides: 24-hour live chat support

Busiest time of day is between: 3 - 4pm

Most support is needed on: Mondays

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